Service Desk Manager - Ingrid Larsen
Explore Ingrid Larsen's resume example, a professional Service Desk Manager. This example highlights top skills and experience in the field.
Ingrid Larsen
Professional Summary
Dedicated and results-driven Service Desk Manager with over 8 years of experience in leading IT service management and support teams. Proven track record of improving service efficiency by implementing innovative processes and technologies. Exceptional skills in team leadership, strategic planning, and customer service excellence, resulting in high levels of user satisfaction and reduced response times.
Experience
- Led a team of 15 service desk professionals, achieving a 95% customer satisfaction rating over the past year.
- Implemented a new ticketing system, reducing average resolution time from 48 hours to 24 hours, improving overall efficiency by 50%.
- Developed training programs for staff which increased first contact resolution rates by 30%.
- Managed a support team of 12, which consistently met Service Level Agreements (SLAs) with an average response time of under 2 hours.
- Spearheaded an initiative to standardize documentation processes, resulting in a 40% decrease in repetitive queries from users.
- Reduced operational costs by 20% by negotiating better contracts with service vendors.
- Resolved over 100 support tickets weekly, achieving a resolution rate of 98% within the first contact.
- Provided training to new hires, increasing team productivity by 25% in just 3 months.
- Led a project to develop a self-service knowledge base, which decreased support requests by 15%.
Education
Skills
Languages
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